IT Support Specialist

UserTesting; Atlanta (GA); On-site; USD 46,000 - 58,000; Full time

Job summary

An innovative company is seeking an IT Support Specialist to enhance their dynamic IT team. This entry-level role involves providing essential support to both staff and customers, ensuring efficient handling of IT requests and maintaining office IT resources. You will be part of a collaborative environment that values human understanding and customer insights, allowing you to contribute to transformative projects. If you're eager to grow your skills in a supportive atmosphere and make a tangible impact, this opportunity is perfect for you.

Benefits

Private Medical, Dental and Vision

Health Savings Account

Flexible Time Off

401(k) Retirement Plan

Professional Development Stipend

Mental Wellness Employee Assistance Program

Paid Volunteering Days

Pet Insurance Reimbursement

Qualifications

• Experience in enterprise-level IT support and ticketing systems.
• Knowledge of IT concepts including networking and hardware.

Responsibilities

• Act as the first point of contact for IT requests and manage ticket queues.
• Assist with onboarding and offboarding processes.
• Ensure IT resources in the office are well-maintained.

Skills

IT Support Experience

Enterprise IT Ticketing Systems

Effective Communication

IT Technical Documentation

Networking Knowledge

Education

High School Diploma

Relevant IT Certifications

Tools

Zendesk

Jira Service Management

Okta

Jamf

Google Workspace

Slack

Zoom

Job description

Join to apply for the IT Support Specialist role at UserTesting

Join to apply for the IT Support Specialist role at UserTesting

We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

Note: You are NOT required to create a Workday account!

The Opportunity

The IT team strives to provide UserTesting with fast and efficient response when it comes to requests for IT assistance. UserTesting has offices and staff all over the globe which provide both internal and external support for staff and customers. Currently the majority of the IT team are in EMEA and the US East Coast time zones. This role has office support responsibilities and is expected to be in office 5 days a week.

• Be the first point of contact for tickets and monitor the queue(s) throughout your shift to ensure appropriate response time and resolution.
• Participate in the onboarding and offboarding process to assist with equipment shipments and other related activities.
• Be a reliable resource in the office. Ensure the IT elements in our office are in good working order, well organized, and clean.
• Work on small IT related projects as directed by IT Management
• Be prepared to learn and have interest in broadening experience through exposure to our large application and hardware ecosystem.
  
  

What We're Looking For

• Able to work 9am - 5pm EST Monday through Friday in the UT Atlanta office. Occasionally (with notice) coming in early or late to assist with office events.
• Experience with working in enterprise level IT ticketing systems (Zendesk, Jira Service management, etc)
• Experience working in an IT support capacity
• Able to effectively and professionally communicate with team and staff members
• Experience working with IT technical documentation
• Working knowledge of fundamental IT concepts (Networking, Hardware, SaaS) to be able to provide support for tickets as they arise.
• Experience with some or all IT Enterprise Tools sets (Okta, Jamf, Windows, Mac, Google Workspace, Slack, Zoom etc as examples)
• Comfortable working with direct line management remote
• Ability to lift up to 75lbs as part of office IT duties if need arises.
  
  

Perks/Benefits

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking
• Flexible Time off (Full time salaried (exempt) employees)
• 12 Days of observed holiday entitlement
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
• Perks at Work discount scheme
• Pet Insurance reimbursement
• Employee Referral Programme
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!
  
  

UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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